Technical Support Specialist

The Deskside Technical Support Specialist is responsible for providing desktop and mobile hardware and software support to high-profile end-users. The role involves resolving a wide variety of requests, inquiries, and complaints using extensive technical knowledge of hardware and software.
 
This individual will serve as the primary IT point of contact, supporting high-touch, high-profile customers, liaising with stakeholders, and driving service excellence through day-to-day actions.
 
Strong customer service skills, including empathy, clear communication, and prompt issue resolution, are essential, as they directly impact the user experience by fostering trust, reducing downtime, and ensuring that high-profile clients feel supported and valued at every interaction.
 
The successful candidate will have a strong knowledge of the end-user computing ecosystem and an ability to quickly learn applications and services. A high level of emotional intelligence (EQ) is necessary to succeed in this role, as it enables the specialist to navigate high-pressure situations, respond with empathy, and build strong relationships with high-profile users.
 
Duties and Responsibilities:

• Assist users in resolving computer-related issues such as inoperative hardware or software, including network connections. Resolve customer inquiries efficiently and effectively through active listening and personalized techniques with a consistent focus on service excellence.
• Hardware support functions include, but are not limited to, end-user support, desktop support, laptop support, office setups, and mobile device support. Perform computer imaging and post-image configurations, preventative maintenance, and basic printer troubleshooting while coordinating with vendors for repairs.
• Software support functions include, but are not limited to, troubleshooting applications standard within the firm’s environment, installation and configuration of software, updates and preventative maintenance, and support of third-party applications in coordination with vendors.
• Identify inefficient IT processes, recommend improvements, and implement solutions using Microsoft tools such as PowerAutomate, PowerShell, and PowerApps to enhance support efficiency and internal IT collaboration.
• Manage deployed and inventory assets, maintaining accurate asset records for each user and each piece of equipment. Coordinate and perform hardware moves, changes, and exchanges.
• Provide break/fix support for telephony equipment, including handsets, telephone cords, and telephone base units.
• Assist with projects such as hardware or software upgrades, office moves, and special events.
• Manage and process hardware warranty claims and issues, and facilitate warranty repairs with third-party vendors.
• Maintain accurate records of user requests and incidents in the IT Service Management System.
• Perform other duties as required.

Qualifications:
Education and/or Experience:
Required:

• Bachelor’s degree or equivalent work experience
• A minimum of 4 years of experience providing direct and exceptional user support in a high performance culture, including:
  • Practical, working knowledge of how to support and troubleshoot Zoom, Intune, Okta, ProofPoint, O365 Applications (Outlook, Word, PowerPoint, SharePoint, Teams), NetDocs, Citrix, ServiceNow
  • Experience supporting Windows-based computers, including Microsoft Windows 10/11
  • Experience supporting iOS, Android and MDM solutions
  • Experience working with vendors on support cases

Preferred:

• Law Firm or Professional Services experience
• A , ITIL and Microsoft Office Application certifications
• PowerAutomate/PowerShell/Python scripting
• Experience with RPA tools, Microsoft Graph and Microsoft PowerApps
• Knowledge of AI Prompt Engineering, with an understanding of how to craft effective prompts to optimize interactions with AI tools

Other Skills and Abilities:
The following will also be required of the successful candidate:

• Strong organizational skills
• Strong attention to detail
• Good judgment
• Strong interpersonal communication skills
• Strong analytical and problem-solving skills
• Able to work harmoniously and effectively with others
• Able to preserve confidentiality and exercise discretion
• Able to work under pressure
• Able to manage multiple projects with competing deadlines and priorities

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